The Implementation of Public Services Based on Good Governance Principles: A Study at the Public Works and Public Housing Office of Lhokseumawe City

Abstract

This study examines Good Governance-based governance in the implementation of public services at the Public Works and Public Housing Office (PUPR) of Lhokseumawe City. The purpose of this research is to find out good governance based on the principles of Good Governance and identify obstacles and efforts made in the implementation of public services. The focus of the research is limited to the principles of transparency, accountability, and responsiveness. This study uses a qualitative descriptive approach with data collection techniques through observation, interviews, and documentation. The results of the study show that the principles of transparency, accountability, and responsiveness have been carried out through the provision of service information, the implementation of SOPs, the division of tasks, the reporting system, and the public complaint mechanism. However, there are still obstacles in the form of limited information technology, human resources, budget, and public understanding of service procedures. Efforts made include increasing the use of information technology, simplifying services, strengthening the complaint system, and improving the competence of the apparatus to support more transparent, accountable, and responsive public services.